Program Leader, Driver CX
Role Overview
As a Global Driver CX Program Lead, you will hold end-to-end accountability for Driver Account policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead one project specialist Pillar Leads supporting this work. You will serve as the primary CX thought partner on Driver Accounts with the Earner Experience Product team, translating driver pain points into defect reduction opportunities.
What You'll Do:
Upstream Defect Reduction & Strategic Product Partnership: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert Driver pain points into funded Product and Tech requirements. Partner with Product teams to ensure support readiness for Driver Account feature launches.
In-Scope Policy Optimization: Act as the decision-maker for Driver Account issues including, but not limited to Demand and Tech Issues, Reward Programs, and Driver Feedback —continuously optimizing our harmonized global policy framework for quality and cost efficiency.
Metric Ownership: Drive core metrics for Account related issues, including Defect Rate, Contact Rate, Time To Resolution, 1 CSAT, and inferred CSAT.
AI & Automation Transformation: Scale next-generation conversational AI and self-service support flows, accelerating the transition to automated, AI-driven root-cause detection. Develop strategies to use AI to prevent and proactively resolve Account issues before support inbounds occur.
What You'll Need:
Customer-Centric Mindset: Deep knowledge of customer experience and a passion for solving user pain points
Analytics & Problem-Solving Excellence: Expert analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions. Ability to zoom out to define strategy while also diving into data, metrics, and operational inputs.
Business Acumen: Excellent understanding of the Rideshare business and ability to align driver experience improvements with broader business goals and financial impact
Cross-Functional Leadership: Proven ability to manage and influence without authority senior leaders across functions and markets
Innovative Thinking: Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking, especially in AI
Communication: Ability to develop and deliver executive-ready communications
Basic Qualifications:
Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management
Bachelor's Degree
Preferred Qualifications:
Experience with Gen AI or LLMs, including gathering and analyzing data insights
Proven success with global program design and execution
Experience working in customer experience, support, or service operations
Ability to balance global standardization with regional nuance
1+ years management experience
Ability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority
Mastery of data-backed decision-making and Root Cause Analysis
Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.
1+ years defining and executing large-scale customer or operational strategies
Full Job Posting
About the Role:
As a Global Driver CX Program Lead, you will hold end-to-end accountability for Driver Account policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead one project specialist Pillar Leads supporting this work. You will serve as the primary CX thought partner on Driver Accounts with the Earner Experience Product team, translating driver pain points into defect reduction opportunities.
What You'll Do:
Upstream Defect Reduction & Strategic Product Partnership: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert Driver pain points into funded Product and Tech requirements. Partner with Product teams to ensure support readiness for Driver Account feature launches.
In-Scope Policy Optimization: Act as the decision-maker for Driver Account issues including, but not limited to Demand and Tech Issues, Reward Programs, and Driver Feedback —continuously optimizing our harmonized global policy framework for quality and cost efficiency.
Metric Ownership: Drive core metrics for Account related issues, including Defect Rate, Contact Rate, Time To Resolution, 1 CSAT, and inferred CSAT.
AI & Automation Transformation: Scale next-generation conversational AI and self-service support flows, accelerating the transition to automated, AI-driven root-cause detection. Develop strategies to use AI to prevent and proactively resolve Account issues before support inbounds occur.
What You'll Need:
Customer-Centric Mindset: Deep knowledge of customer experience and a passion for solving user pain points
Analytics & Problem-Solving Excellence: Expert analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions. Ability to zoom out to define strategy while also diving into data, metrics, and operational inputs.
Business Acumen: Excellent understanding of the Rideshare business and ability to align driver experience improvements with broader business goals and financial impact
Cross-Functional Leadership: Proven ability to manage and influence without authority senior leaders across functions and markets
Innovative Thinking: Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking, especially in AI
Communication: Ability to develop and deliver executive-ready communications
Basic Qualifications:
Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management
Bachelor's Degree
Preferred Qualifications:
Experience with Gen AI or LLMs, including gathering and analyzing data insights
Proven success with global program design and execution
Experience working in customer experience, support, or service operations
Ability to balance global standardization with regional nuance
1+ years management experience
Ability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority
Mastery of data-backed decision-making and Root Cause Analysis
Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.
1+ years defining and executing large-scale customer or operational strategies
Responsibilities
- For New York City, NY-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
- For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
- For Chicago, IL-based roles: The base salary range for this role is USD $146,000 per year - USD $162,000 per year.
- For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
About Uber
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